Frequently Asked Questions
Support and Information for Your Fractal Audio Gear
What is the standard processing time for new orders?
Most orders for in-stock items are processed within 1-2 business days. You will receive a tracking number via email once your equipment has shipped from our warehouse.
Do you offer international shipping for Fractal Audio products?
Yes, we ship to many countries worldwide. However, customers in certain regions should check with their local authorized distributors first to ensure the best service and warranty support.
What is your return policy for digital processors and floor units?
We offer a 15-day return policy for items in original, mint condition with all packaging included. Please note that shipping fees are non-refundable and a restocking fee may apply.
How do I update the firmware on my Axe-Fx or FM3 unit?
Firmware updates can be downloaded from our official website and installed using the Fractal-Bot utility software via a USB connection to your computer.
Does my purchase include a manufacturer warranty?
All new Fractal Audio hardware products come with a one-year limited warranty covering defects in materials and workmanship from the date of purchase.
What payment methods do you accept?
We accept major credit cards including Visa, Mastercard, and American Express, as well as digital payment options like PayPal and financing through Affirm for eligible customers.